Milkbasket - Retention Manager

Job Description

1 Job Position (JP) - Retention Manager

Reporting To - Chief Manager (Customer Excellence Team)

2. Purpose of the Role

As a Retention Manager, you will play a pivotal role in ensuring retention of existing customers by leading and managing a team of customer retention representatives. You will be responsible for overseeing daily operations, providing guidance and support to team members and maintaining high standards of service delivery.

This position requires strong leadership skills, excellent communication abilities and a commitment to fostering a positive and collaborative work environment.

3. Activities Performed by the Role

- Build a customer retention calling team to reduce churn at various stages of customer lifecycle.

- Track customer retention metrics and measure the success of retention strategies implemented.

- Analyze customer trends and recommending ways to reduce customer churn and maintain our customer base.

- Analyze customer data and trends to identify areas of improvement

- Analyzing customer behavior and presenting findings to business leaders to help retain the customer while solving customer pain points

- Analyze customer insights and feedback, generating ideas for problem solving based on data for informed decision making

- Prepare and complete action plans, implement agent's productivity model, ensure quality, providing training, complete audits and identify trends

- Communicate job expectations, planning, monitoring and reviewing job contributions to the team.

- Enforcing policies and procedures within the team

4. Key Performance Indicators & Outcomes:

- Team shrinkage

- Customer satisfaction scores

- Customer churn rate

- Net Promoter Score (NPS)

- Resolution rates

- Average call handling time by team

5. Organization

- This role is a part of the Customer Excellence Team and reports to the Sr. Manager.